Management of potential work in the contact center - evaluation and directions of improvement

Agnieszka Bera

Abstract

The major aim of the following dissertation was to evaluate the management of the work potential in the contact center and to define the directions of the development of that management. The research conducted was meant to identify the types of negative phenomena related to the work in the contact center in every constituent element of the work potential management and to determine both the causes and the effects. The next aim named in the following thesis was to indicate procedures of solving the recognised problems and difficulties occurring in the contact center functioning. Another aspect considered was the opportunity to counteract the negative phenomena. The following work consists of both the theoretical and cognitive aspects. The theoretical part presents constituent elements of the work potential management and the contact center branch in Poland. Whereas the practical part of the research conducted highlights the problematic phenomena for the environment under the analysis. Both the causes and the effects have been identified. The dissertation also comprises the solutions to the selected problems which have been used in the examined entities with the restrictions of their application.
Diploma typeDoctor of Philosophy
Author Agnieszka Bera
Agnieszka Bera,,
-
Title in EnglishManagement of potential work in the contact center - evaluation and directions of improvement
Languagepl polski
Certifying UnitFaculty of Economic Sciences (ES)
Disciplineekonomia / nauki ekonomiczne(nauki ekonomiczne) / nauki społeczne()
Defense Date07-01-2015
End date15-01-2015
Supervisor Jan Lichtarski (ES / DEaOE)
Jan Lichtarski,,
- Department of Economics and Organization of Enterprises

Internal reviewers Czesław Zając (ES / DEaOE)
Czesław Zając,,
- Department of Economics and Organization of Enterprises
External reviewers Dagmara Lewicka
Dagmara Lewicka,,
-
Pages221
Keywords in EnglishPotential labour, call center, contact center, management
Abstract in EnglishThe major aim of the following dissertation was to evaluate the management of the work potential in the contact center and to define the directions of the development of that management. The research conducted was meant to identify the types of negative phenomena related to the work in the contact center in every constituent element of the work potential management and to determine both the causes and the effects. The next aim named in the following thesis was to indicate procedures of solving the recognised problems and difficulties occurring in the contact center functioning. Another aspect considered was the opportunity to counteract the negative phenomena. The following work consists of both the theoretical and cognitive aspects. The theoretical part presents constituent elements of the work potential management and the contact center branch in Poland. Whereas the practical part of the research conducted highlights the problematic phenomena for the environment under the analysis. Both the causes and the effects have been identified. The dissertation also comprises the solutions to the selected problems which have been used in the examined entities with the restrictions of their application.
KBN classificationorganizacja i zarządzanie
Thesis file
Bera_A_Gospodarowanie_Potencjałem_Pracy_W_Contact_Center.pdf 2,5 MB

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